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Totalpause
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9 Messages

Wednesday, July 8th, 2020 6:00 AM

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Significant connection issues with arris tg1682g

As above. I have the modem/router combo from Xfinity in Chicago and for the past 3 weeks have been having significant connection issues-webex and microsoft teams are constantly losing connection and I am also having significant challenges playing xbox(hard wired) on this router/modem combo. I have called xfinity 4 times in the last 3 weeks, and have been connected to tier 2 support each time without any help. I have reset my router god knows how many times and I have even tried port fowarding for my xbox and even changing the gateway IP. I'm thinking that it might be best to re-provision the router and hopefully reset the mac address. 

 

What is the community's thoughts?

Question

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Updated 

3 years ago

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BruceW

Gold Problem Solver

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25.5K Messages

4 years ago

Please see Internet Troubleshooting Tips. If you still need help, please post your gateway's signal information, especially downstream power levels and SNR, upstream power levels, and error log.

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Totalpause

Frequent Visitor

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9 Messages

4 years ago

So when I was trying to play my video game last night i had significant connection errors. This was after port forwarding the apporpriate ports. please see the copy/paste below of the error logs. 

 

[IGD][3080]: Delete Port mapping (null):3075 2020/7/08 20:14:45 Notice
[IGD][3080]: Delete Port mapping (null):3075 2020/7/08 20:11:43 Notice
[IGD][3080]: Add Port mapping :3075 to 10.1.1.155:3075 2020/7/08 20:00:31 Notice
[IGD][3080]: Add Port mapping :3074 to 10.1.1.155:3074 2020/7/08 19:12:11 Notice
[PortMapping][1464]: ADD: UDP ExternelPort(s) 3074~3075 IP 10.1.1.155 Active 2020/7/08 19:10:00 Notice
[PortMapping][1464]: ADD: UDP ExternelPort(s) 4500~4500 IP 10.1.1.155 Active 2020/7/08 19:09:55 Notice
[PortMapping][1464]: ADD: TCP/UDP ExternelPort(s) 1~1 IP 10.1.1.155 Active 2020/7/08 19:09:51 Notice
[PortMapping][1464]: ADD: UDP ExternelPort(s) 3544~3544 IP 10.1.1.155 Active 2020/7/08 19:09:47 Notice
[PortMapping][1464]: ADD: UDP ExternelPort(s) 500~500 IP 10.1.1.155 Active 2020/7/08 19:09:43 Notice
[PortMapping][1464]: ADD: UDP ExternelPort(s) 88~88 IP 10.1.1.155 Active 2020/7/08 19:09:40 Notice
[PortMapping][1464]: ADD: TCP ExternelPort(s) 3074~3074 IP 10.1.1.155 Active 2020/7/08 19:09:37 Notice
[IGD][3080]: Delete Port mapping (null):3074 2020/7/08 17:38:58 Notice
[IGD][3080]: Delete Port mapping (null):3074 2020/7/08 14:57:21 Notice
[IGD][9032]: Add Port mapping :3074 to 10.1.1.155:3074 2020/7/08 08:37:12 Notice
[IGD][3209]: Add Port mapping :3075 to 10.1.1.155:3075 2020/7/07 19:50:27 Notice
[IGD][3209]: Add Port mapping :3075 to 10.1.1.155:3075 2020/7/07 19:44:25 Notice
[IGD][3209]: Add Port mapping :3075 to 10.1.1.155:3075 2020/7/07 19:28:53 Notice
[IGD][3209]: Add Port mapping :3075 to 10.1.1.155:3075 2020/7/07 19:27:23 Notice
[IGD][3209]: Delete Port mapping (null):3075 2020/7/07 19:27:18 Notice
[IGD][3209]: Add Port mapping :3075 to 10.1.1.155:3075

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BruceW

Gold Problem Solver

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25.5K Messages

4 years ago

@Totalpause wrote: ... please see the copy/paste below of the error logs.

Those are router events, we would need modem signal info.

 

Are you a Business Internet customer? Residential customers usually have 10.0.0.x local IP addresses, yours seem to be 10.1.1.x, which looks more like what they use for Business class. 

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Totalpause

Frequent Visitor

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9 Messages

4 years ago

I changed my gateway IP in an effort to reduce connetion issues. its the combined modem/router from comcast so if its connection issues, i would like to know why the router is doing that.  How do i pull the modem stats? I'm able to log-into the gateway. 

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BruceW

Gold Problem Solver

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25.5K Messages

4 years ago

@Totalpause wrote: ... How do i pull the modem stats? I'm able to log-into the gateway. 

Comcast has removed the error log from some of its gateways so it may not be present on yours. I don't have access to a tg1682 and can't provide step by step instructions for pulling the signal information, but it should look something like what's posted in https://forums.xfinity.com/t5/Your-Home-Network/Connection-dropping-for-8-10-seconds-randomly/m-p/3350336#M327592.

 

If you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. If they can't fix the problem remotely (unlikely), insist they send a tech out to identify the cause and correct it.

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Totalpause

Frequent Visitor

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9 Messages

4 years ago

Downstream
 Channel Bonding Value
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
531.00 MHz
537.00 MHz
543.00 MHz
549.00 MHz
555.00 MHz
561.00 MHz
567.00 MHz
573.00 MHz
579.00 MHz
585.00 MHz
591.00 MHz
597.00 MHz
603.00 MHz
609.00 MHz
615.00 MHz
621.00 MHz
627.00 MHz
633.00 MHz
639.00 MHz
645.00 MHz
651.00 MHz
657.00 MHz
663.00 MHz
669.00 MHz
 
 
 
 
 
 
 
 
SNR
37.36 dB
37.36 dB
37.36 dB
37.36 dB
36.61 dB
37.36 dB
37.36 dB
36.61 dB
36.61 dB
36.61 dB
36.61 dB
36.
61 dB
36.61 dB
36.61 dB
36.61 dB
36.61 dB
37.36 dB
36.61 dB
36.39 dB
36.61 dB
36.61 dB
36.61 dB
37.36 dB
36.61 dB
 
 
 
 
 
 
 
 

 

 

 

Upstream

Channel Bonding ValueIndex

1
2
3
4
5
6
7
8

Lock Status

Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked

Frequency

35.80 MHz
16.60 MHz
23.00 MHz
29.40 MHz
 
 
 
 

Symbol Rate

5120 KSym/s
5120 KSym/s
5120 KSym/s
5120 KSym/s
 
 
 
 

Power Level

49.25 dBmV
47.25 dBmV
47.75 dBmV
48.00 dBmV
 
 
 
 

Modulation

64 QAM
64 QAM
64 QAM
64 QAM
 
 
 
 

Channel Type

DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
 
 
 
CM Error CodewordsUnerrored Codewords
317946483
314878396
314883283
314889952
314879893
314892475
314895151
314888188
314894320
314889602
314884490
314901532
314903152
314899097
314887269
314905193
314902622
314899746
314908627
314916789
314922317
314911862
314925613
314916449
0
0
0
0
0
0
0
0
Correctable Codewords
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Uncorrectable Codewords
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
 
System log from last night when I was having connection issues.
 
[IGD][2614]: Delete Port mapping (null):3074 2020/7/09 21:30:31 Notice
[IGD][2614]: Delete Port mapping (null):52020 2020/7/09 17:14:26 Notice
[IGD][2614]: Add Port mapping :52020 to 10.1.1.155:52020 2020/7/09 17:13:09 Notice
[IGD][3119]: Delete Port mapping (null):3075 2020/7/09 16:05:28 Notice
[IGD][3119]: Add Port mapping :3075 to 10.1.1.155:3075 2020/7/09 16:04:46 Notice
[IGD][3119]: Delete Port mapping (null):3075 2020/7/09 16:04:17 Notice
[IGD][3119]: Add Port mapping :3075 to 10.1.1.155:3075 2020/7/09 16:02:54

Notice

 

Connection issues this am:

 

[Harvester][1249]: Harvester StartRadioTrafficHarvesting Starting Thread to start RadioTraffic Data Harvesting 2020/7/10 09:45:10 Notice
[Harvester][1249]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting 2020/7/10 09:45:06 Notice
[Dhcpc][1793]: erouter0 got new IP 71.57.76.250 2020/7/10 09:43:21 Notice
 
 
Firewall logs from yesterday:
 
Device MAC:88:B4:A6:7F:E6:FC , 125 Attempts, 2020/7/10 11:46:15 Device Blocked  
FW.IPv6 FORWARD drop , 10454 Attempts, 2020/7/10 11:42:13 Firewall Blocked  
FW.IPv6 INPUT drop , 6 Attempts, 2020/7/10 09:48:20 Firewall Blocked  
FW.WANATTACK DROP , 30 Attempts, 2020/7/09 21:00:05 Firewall Blocked  
FW.IPv6 FORWARD drop , 46461 Attempts, 2020/7/09 17:52:34 Firewall Blocked  
Device MAC:88:B4:A6:7F:E6:FC , 73 Attempts, 2020/7/09 17:35:03 Device Blocked  
FW.IPv6 INPUT drop , 31 Attempts, 2020/7/09 16:17:54 Firewall Blocked  

FW.WANATTACK DROP , 169 Attempts, 2020/7/09 09:33:39

 

 

Would appreciate the help. 

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Totalpause

Frequent Visitor

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9 Messages

4 years ago

Bruce, 

 

To your point, ive called 4 times in the past week and yesterday was put on with the retention webchat. Essentially all the webchat did was reset my modem/router and tell me that someone was going to call back in 24h. ....

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Totalpause

Frequent Visitor

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9 Messages

4 years ago

would getting a new router help with these issues or is it an issue with the line? The line comes into the apartment and goes directly into a splitter and then into the cable box and cable modem. 

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Totalpause

Frequent Visitor

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9 Messages

4 years ago

 
 
 
 
 
 
Downstream
 Channel Bonding Value
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Not Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
405.00 MHz
411.00 MHz
417.00 MHz
423.00 MHz
429.00 MHz
435.00 MHz
441.00 MHz
453.00 MHz
459.00 MHz
465.00 MHz
471.00 MHz
477.00 MHz
483.00 MHz
489.00 MHz
495.00 MHz
501.00 MHz
507.00 MHz
513.00 MHz
519.00 MHz
525.00 MHz
531.00 MHz
537.00 MHz
543.00 MHz
549.00 MHz
 
 
 
 
 
 
 
 
SNR
37.36 dB
37.36 dB
37.64 dB
37.36 dB
37.36 dB
37.36 dB
37.36 dB
37.36 dB
37.36 dB
37.64 dB
37.36 dB
37.36 dB
37.64 dB
37.36 dB
37.36 dB
37.36 dB
34.93 dB
36.61 dB
37.36 dB
36.61 dB
----
33.38 dB
36.61 dB
36.61 dB
 
 
 
 
 
 
 
 
Power Level
-1.40 dBmV
-0.60 dBmV
-0.60 dBmV
-0.60 dBmV
-0.90 dBmV
-1.30 dBmV
-0.80 dBmV
-0.20 dBmV
-0.10 dBmV
-0.50 dBmV
-0.70 dBmV
-0.10 dBmV
0.20 dBmV
0.20 dBmV
0.10 dBmV
-0.30 dBmV
-0.20 dBmV
0.30 dBmV
0.40 dBmV
0.20 dBmV
----
-0.30 dBmV
0.00 dBmV
0.20 dBmV
 
 
 
 
 
 
 
 
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
----
256 QAM
256 QAM
256 QAM
 
 
 
 
 
 
 
 
 
 

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BruceW

Gold Problem Solver

 • 

25.5K Messages

4 years ago

@Totalpause wrote: ... Essentially all the webchat did was reset my modem/router and tell me that someone was going to call back in 24h. ....

The downstream signal info is missing the important Power Level information. The SNR values are in spec, but a bit anemic -- we'd like to see them a few dB higher. The upstream power level values are barely in spec. If they climb just a few dB, you can expect connection drops. Don't know what to tell you, if you can't fix it and you can't get Comcast's attention, the only other thing I can think of doing is to look around for a competent Internet service provider.

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Totalpause

Frequent Visitor

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9 Messages

4 years ago

Got a new gateway from comcast. same exact model and so you can tell how excited i am. 

 

Same connection issues with warzone. Checked the firewall log and this has been happening right when i play video games. 

 

FW.IPv6 FORWARD drop , 20869 Attempts, 2020/7/13 15:28:56 Firewall Blocked  
FW.IPv6 INPUT drop , 124 Attempts, 2020/7/13 13:14:01 Firewall Blocked

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Totalpause

Frequent Visitor

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9 Messages

4 years ago

When i go to ipv6-test.com this is the message I get

 

Your router or firewall is filtering ICMPv6 messages sent to your computer.

 

 

i don't know how to fix it. 

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user_68fdfa

Visitor

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1 Message

3 years ago

Call me pkease

[Edited: "Personal Information"]

(edited)

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